The right message for each client, and nothing more
Every client gets one message at a time: the one that matters most for them today, worded for the phone they use. Follow the five steps below, in order or in any order. It takes about five minutes.
Step 1 of 5
One client, one decision
Pick a client. See the one message they get today, and why the others were held back.
Try this Choose Onalenna, switch “Reached through” to SMS, then press “No response” twice. The reminder stops and the next message takes its place.
The decision is made once. Only its wording changes with the channel.
Next best message
Book a first visit
Consistency. He made the first move yesterday. The message asks for one small next step and leaves room to say no.
Value it counts towards Turn first enquiries into booked visits
What we know about Kabo
- Situation
- Sent a first message yesterday
- Consent
- Given
- Wording
- Normal
- Visits
- None yet
- Weekly tips and events
- Not opted in
How it was chosen
4 held back → 3 ranked → 1 sent
Three questions remove what should not be sent. What is left is ranked, and only the first is sent.
The client starts this conversation, so it has no SMS form. It can also run in a chat window on the website.
The client’s smartphone. Tap a reply to continue. The answers are scripted examples. No AI model runs here.
What someone else sees
The client asked, so the answer arrives while they are in the chat. If they lock the phone first, it can show in a preview like any WhatsApp message. The lock-screen check covers messages the service starts, such as reminders. Open Visit reminder to see it.
What the service records
Nothing yet.
Personas: who each message is written for
Six kinds of people receive messages. The voice is the same for all of them. What changes is what they need, how we approach them and which persuasion principles usually fit. These personas are drawn from the RFP and are confirmed with Tebelopele during design.
| Persona | What they need | How we speak to them | Principles that usually fit |
|---|---|---|---|
| 1First-time clientSee an example: | Wants to know which services exist, where and when to be seen, and how to book. | Answer the question first, then offer one small step. Assume nothing about why they are asking. | ReciprocityConsistency |
| 2Client in ongoing careSee an example: or | Has regular visits. Needs reminders, follow-up and an easy way to change a time. | Discreet by default: the date and time, never the reason. Build on the routine they already keep. | ConsistencyLiking |
| 3Prevention clientSee an example: | Wants prevention information and services, and health education they can trust. | Approved information first, an offer of a service second. Never imply risk or pass judgement. | ReciprocityAuthority |
| 4Referred clientSee an example: | Referred to or from another facility. Needs to know where to go, when, and that someone is following up. | Say where and when, never why. Give a named person to contact. | AuthorityConsistency |
| 5Community memberSee an example: | Has general wellness questions. Wants service information and news of outreach in their area. | Only if they have opted in. Local: names the district, the event and a familiar face. | UnitySocial proof |
| 6Peer or community educatorSee an example: | Shares approved health content and outreach schedules with their community. | Treated as a partner. Receives approved content to pass on, and never any client’s details. | UnityAuthority |
What managers see. Every figure comes from the journeys themselves, so staff enter nothing extra. Choose a site to see its figures.
Engagement overview
All sites · October 2026 · English and Setswana
Reminders confirmed each week (%)
Week 12 of 12: 70% · Twelve weeks to 12 Oct. Point at a week to read it.
Reminders confirmed by site (%)
Choose a site to see its figures. Choose it again for all sites.
Conversations by journey
What clients ask about (%)
All sites. Used to plan health education content.
My worklist
Kagiso, nurse · Gaborone centre · Tue 14 Oct
0 done this shift · 8 still open
Waiting for a health professional 2
| Client | Why | Language | Wording | Waiting | |
|---|---|---|---|---|---|
| Thabo | Asked for a person | Setswana | Normal | 4 min | |
| Client 2041 | Urgent-care rule matched | English | Discreet | 2 min |
Opening a conversation shows everything the client has written, so they do not repeat it.
Calls to make 3
- LoratoMissed Mon 6 Oct. Asked for a call.Today
- KefilweMissed Thu 9 Oct. Policy call after two messages.Today
- Client 1187Missed Fri 10 Oct. Asked for a call.Tomorrow
The script opens with the client’s first name and nothing else.
Referrals to confirm 3
- Client 0932 → District hospitalClient says attended. Facility has not confirmed.Day 6
- Onalenna → Partner clinicDue in 2 days. Reminder to send.Day 12
- Client 2210 → Referral hospitalNo reply to two messages.Day 15
A referral closes only when the receiving facility confirms.
Approved content
What the assistant is allowed to say, and who approved it
Library 6
| Topic | Languages | Source | Review due | Status | |
|---|---|---|---|---|---|
| Opening hours and locations | English, Setswana | Tebelopele | Jan 2027 | Live | |
| Services offered at each site | English, Setswana | Tebelopele | Jan 2027 | Live | |
| Blood pressure checks | English, Setswana | Ministry of Health | Mar 2027 | Live | |
| Outreach schedule | English, Setswana | Tebelopele outreach team | Weekly | Live | |
| Family planning options | English | Ministry of Health | — | Waiting for Setswana | |
| Diabetes screening | English, Setswana | Ministry of Health | — | Waiting for approval |
Only entries marked Live are used.
Questions with no approved answer 3
- “Do you open on public holidays?”9 times this month
- “How much does a check-up cost?”6 times this month
- “Can my partner come with me?”4 times this month
The assistant did not guess. Each of these clients was offered a person.
Rules the assistant follows
- The assistant answers only from entries marked Live.
- Every answer names the entry it came from.
- If nothing matches, it says so, offers a person and logs the question here.
- It never diagnoses and never advises on medicines or symptoms.
- No entry goes live without a named approver.
Value scorecard
The value scorecard
A leadership-facing snapshot of the value drivers, with the current baseline and the target future state, for this initiative.
| # | Value driver | Current | Future |
|---|---|---|---|
| 1. | Increase the share of booked visits that clients keepPrimary | Estimated 65 to 70 of every 100 booked visits attended where no reminder is sent | Estimated 75 to 80 of every 100 attended with a text reminder |
| 2. | Bring clients back after a missed visit | TBDdefine before first sprint | Estimated odds of returning to care about 3 times higher with a reminder (range 1.1 to 7.5) |
| 3. | Complete more referrals, and know the outcome of each | TBDdefine before first sprint | 100% of referrals carry a status and an owner. Completion target: TBD |
| 4. | Reduce staff time spent on reminders and follow-up calls | TBDdefine before first sprint | No staff time on routine reminders. Estimated 55 to 65% lower cost per attended visit than phone-call reminders |
| 5. | Answer clients who need a person, quickly | TBDdefine before first sprint | 100% of handovers timed. Response target: TBD, set when Tebelopele commits to staffed hours |
| 6. | Turn first enquiries into booked visits | TBDdefine before first sprint | TBD. Counted from first message to first booking, by district and channel |
The bottom line: define value clearly, measure it consistently, and use it to guide every decision.
Estimated figures come from published trials of text reminders, not from Tebelopele’s records. They show the size of change the evidence supports, and are replaced by Tebelopele’s own baseline and an agreed target before the first sprint. TBD means there is no sound basis for a figure yet. Consent on record and privacy on the lock screen are not scored: the platform enforces them by design.
- 6
- value drivers tied to measurable outcomes
- 3
- with an estimate from published evidence
- 2
- safeguards fixed by design, outside the scorecard
- 0
- baselines captured from Tebelopele’s records
Primary value driver
Increase the share of booked visits that clients keep
This is the outcome the other drivers feed or protect. Reminders, rebooking, referral follow-up and a quick human reply keep clients in care. Consent and discreet wording keep them willing to be reached. If kept visits do not rise, the platform has not succeeded, whatever else improves.